Page 5-44
System Features
INTER-TEL
®
AXXESS
®
MANUAL VERSION 11.0 – May 2008
ACD Hunt Groups
G. ACD HUNT GROUPS
NOTE: This feature requires the ACD Hunt Group software license. To take full advantage of
all hunt group features, the UCD Hunt Groups software license should also be licensed.
9.50 Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to
equalize call time or call count among the available members. If the System OAI Events pre-
mium feature is licensed, ACD hunt groups can also be programmed to send call information
records that can be processed by an external device connected to a system serial port (such as
Contact Center Suite).
9.51 ACD hunt groups can use the standard hunt group features described on page 5-32, and/
or the UCD features described on page 5-37 (if the UCD Hunt Groups premium feature is
licensed).
ACD Call Distribution
9.52 When an intercom or outside call is transferred or rings in to the ACD hunt group, it
can circulate in linear or distributed order (as described on page 5-32) or using one of the fol-
lowing ACD distribution methods:
• Longest Idle: Sends an
incoming call to the station
that has not been involved in
a call to this hunt group for
the longest period of time. (It
does not count calls that were
received through other hunt
groups, direct ring-ins, or
transfers.
NOTE: The Restart ACD Idle Time Upon Login flag affects how the longest idle value
is calculated (see page 6-169).
• Balanced Call Count: Sends
each incoming call to the sta-
tion that has received the few-
est calls through this hunt
group, balancing the call load.
(It does not count calls that
were received through other
hunt groups, direct ring-ins,
or transfers.)
NOTE: When an agent logs in to a balanced call count ACD hunt group (or comes out
of Do-Not-Disturb mode), the system checks the average call count for that ACD hunt
group and assigns that average count to the station logging in. This prevents the agent
who is logging in from receiving all of the incoming calls until the call count of the lowest
agent catches up with his call count. For example, if there are five agents logged in
whose call counts are 5, 5, 5, 10, and 10, the average call count of 7 is assigned to the
next agent who logs in.
LONGEST IDLE DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
TIME IDLE
(3 min.)
(10 min.)
(6 min.)
(1 min.)
BALANCED CALL COUNT DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
NUMBER OF CALLS
(10 calls)
(16 calls)
(6 calls)
(3 calls)
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